German speaking Product Support Specialist (d/f/m) - Berlin based

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What is Leapsome? Leapsome is the AI-powered people platform revolutionizing HR for modern teams . Leapsome drives HR excellence and empowers high-performing teams by automating, connecting, and simplifying every HR process across the employee lifecycle - from onboarding and performance management to engagement and development. Built with ease of use in mind, our platform ensures high adoption by employees, managers, and People teams alike. Our purpose is to make work fulfilling for everyone , and our vision is to reshape the future of work by being the leading People platform for HR excellence and high-performing teams. We enable companies to create environments where people can achieve their goals, learn and grow together, and build genuine motivation & engagement. Trusted by thousands of organizations globally, Leapsome secured $60 million in Series A funding led by Insight Partners in March 2022. This funding allowed us to further develop our intelligent platform, create exceptional employee experiences, and expand into the US market. It's an incredibly exciting time to join Leapsome and be part of reshaping the future of work! Opportunity: Do you love solving complex problems and helping people succeed? Are you someone who naturally digs deep to find the root cause, communicates with clarity and empathy, and gets excited about using AI to work smarter? We're looking for a German-Speaking Product Support Specialist to join our Berlin support team. You'll be the go-to expert for our German-speaking customers - diagnosing technical issues, answering product questions, and making sure every user gets the most out of Leapsome. You'll work closely with Support, Product, and Engineering teams, and play an active role in shaping how we deliver a world-class support experience. This role is ideal for someone who's technically curious, loves learning how complex products work, and wants to grow in a fast-paced, AI-forward environment. What is your job? Support German- and English-speaking customers via email with clarity, empathy, and technical depth Own tickets end-to-end - from first response to resolution - ensuring timely and effective outcomes Investigate and troubleshoot complex issues to identify root causes Collaborate closely with Product and Engineering teams to surface recurring issues and drive fixes Contribute to internal documentation, self-service resources, and ongoing process improvements Run office hours to empower customers with product knowledge Actively use and experiment with AI tools to optimize workflows, automate insights, and elevate support quality Who are we looking for? Technical curiosity and a fast learner mindset - you enjoy connecting the dots in a multifaceted product Experience in customer support and technical troubleshooting (SaaS background is a plus) Strong written and verbal communication skills in both German and English Well-organized, proactive, and confident managing multiple priorities independently in a dynamic environment An interest in conceptual work and the project management skills to turn ideas into action A drive for continuous improvement - both for the customer experience and your own ways of working Enthusiasm for using AI to work more efficiently and find new ways to support users Our environment: Open, collaborative, and feedback-driven culture Our digital toolkit, including Leapsome, Zendesk, Notion, Slack, Zoom, and Google Suite, enables seamless remote collaboration. We also enjoy meeting each other frequently in our office in Berlin Mitte, and get together with our NYC colleagues once per year at our company's offsite at a stunning location somewhere in Europe. Benefits at Leapsome Impact: Become part of a fast-growing scale-up taking over the People Performance & Enablement space by making work fulfilling for more than two million people by 2025 Teammates: Join a diverse and international team of talented, smart, and kind people Feedback and recognition: We value feedback exchange and celebrating successes - big and small Hybrid model: We encourage you to spend 2 days per week in our Berlin office (Tuesdays and Thursdays are our sponsored lunch days, where lunch is provided by Leapsome). Flexible work: Experience a work-life balance with flexible hours and the option of working elsewhere for up to 2 months per year Learning and Development: Develop your skills with a yearly development budget of €2,000 and access to Good Habitz platform Vacation: Take 30 vacation days every year plus public holidays (or upgrade to 40 vacation days at adjusted pay) & benefit from a month-long paid sabbatical after 5 years with Leapsome Health & Wellness: Stay active and healthy with a free Urban Sports Club membership and Oliva subscription Mental health: Access to 1:1 therapy sessions via our mental health partner, plus company workshops and learning pathways on topics like mindfulness and digital wellness Corporate Benefits: Get excl

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